Casimba Casino - La cuenta del jugador ha sido cerrada.

A while ago, I created an account at ROYAL WINNER casino. After some time, they started sending me emails saying they were going to close, and if I had any money, I should withdraw it. After they closed, they sent me an email telling me that starting June 1, they would charge me 20pen per month if I didn't withdraw my money (unfortunately, I didn't read any of these emails). Currently, the casino has already closed and changed its name to CASIMBA. I'm trying to withdraw my money; however, they are asking me to verify my account, WHICH SHOULD NOT BE NECESSARY as the casino IS ALREADY CLOSED. I shouldn't have to verify my account if my account NO LONGER EXISTS. I just want my money, but the casino keeps insisting that I verify my account.

Hace un tiempo me cree una cuenta en el casino ROYAL WINNER, luego de un tiempo me empezaron a enviar correos diciendo que iban a cerrar y que si tenía dinero que lo retire luego de que cerraron me enviaron un correo diciéndome que a partir del 1 de junio me cobrarian 20pen por mes si no retiro mi dinero ( lamentablemente no leí ninguno de estos correos) actualmente el casino ya cerró y se cambió el nombre a CASIMBA, estoy intentando retirar mi dinero sin embargo me piden que verifique mi cuenta LO QUE NO DEBERIA PASARA ya que el casino YA CERRO, yo no tengo porqué verificar mi cuenta si mi cuenta YA NO EXISTE. Solo pido mi dinero sin embargo el casino sigue diciendo que verifique mi cuenta.

Hello Lisset1568,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casimba Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process is a must in order to withdraw your balance even if the casino is now closed.

Looking forward to your answer.

Regards,

Nick

Hello, the process has been going on for 3 weeks.

I did not send any documents (I have them all) but it seems wrong to me that they ask for documents when their casino has already closed and they are also deducting 20pen monthly from me. Their casino has already closed, they should just return my money.

I spoke to the casino a week ago.

Hola, el proceso está hace 3 semanas.

No envié ningún documento ( los tengo todos) pero me parece mal que pidan documentos cuando su casino ya cerró y aparte me están descontando 20pen mensuales. Su casino ya cerró solo deberían devolver mi dinero.

Hace una semana hablé con el casino.

Hello Lisset1568,

The casino won't pay out any balance without the verification.

Please keep in mind that it is a necessary step to process the payment. How else would the casino know that not just a random person is trying to withdraw your balance?

Follow the casino's instructions and keep us updated.

Regards,

Nick

Dear Lisset1568,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.